Study: Fast Food is Flattening Full Service

June 23, 2017

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Chick-fil-A, which recently added the Smokehouse BBQ Bacon Sandwich, is leading the customer service battle.
Better quality and convenience are leading the charge.
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One of the reasons quick-service restaurants have taken market share from full-serves can be credited to perception, according to two recent studies. The latest American Customer Satisfaction Index, released on Tuesday, says sit-down restaurants are reporting their worst grades in more than 10 years. Customer satisfaction fell 3.7 percent and fell below quick service for the first time in the report’s history.